Account Manager

Position Summary

The Account Manager (AM) serves as a strategic partner and trusted advisor to Smartlinx clients, responsible for driving customer retention, growth, and long-term success across an assigned portfolio of accounts. This role manages executive and day-to-day client relationships, leads account planning activities, identifies expansion opportunities, and helps ensure customers realize measurable value from their Smartlinx investment.

Key Responsibilities

• Build and maintain strong relationships with client stakeholders, including operational leaders and executive sponsors such as CFOs, CHROs, and other senior decision-makers.
• Serve as the primary point of contact and strategic relationship manager for assigned accounts and territory.
• Drive customer retention, contract renewals, change orders, cross-sell, upsell, and overall revenue growth within assigned accounts.
• Develop and execute strategic account plans, including stakeholder mapping, risk mitigation, adoption strategies, and whitespace opportunity identification.
• Lead regular client touchpoints, including business reviews, operational reviews, and executive business reviews (EBRs), focused on customer outcomes and long-term partnership growth.
• Partner with customers to understand business goals, operational challenges, and evolving priorities to ensure alignment with Smartlinx solutions and services.
• Monitor customer health, identify risks proactively, and coordinate internal resources to drive issue resolution and customer satisfaction.
• Collaborate with Professional Services, Support, Product, and other internal teams to support successful implementations, adoption, and ongoing customer engagement.
• Maintain accurate forecasting for retention and expansion opportunities, including GRR and NRR performance metrics.
• Prepare and present reporting, insights, trends, action plans, and account updates to both customers and internal leadership.
• Maintain accurate and timely account activity, opportunities, contracts, and customer updates within CRM systems.
• Act as a customer advocate internally, helping influence process improvements, product feedback, and overall customer experience initiatives.
• Support the continuous improvement of customer lifecycle processes, engagement strategies, and account management best practices.

Requirements

• Bachelor’s degree or equivalent professional experience preferred.
• 7+ years of experience in Account Management, Customer Success, Client Services, SaaS, healthcare technology, or related customer-facing roles.
• Proven experience managing and growing complex customer relationships, including renewals, retention, expansion, and executive stakeholder engagement.
• Strong communication and presentation skills, with the ability to build credibility with both operational users and senior executives.
• Demonstrated success managing multiple priorities, navigating complex customer environments, and driving measurable customer outcomes.
• Experience leading strategic account planning, executive business reviews (EBRs), and customer success initiatives.
• Comfortable working cross-functionally across Sales, Product, Professional Services, Support, and Leadership teams.
• Experience using CRM platforms such as Salesforce or similar systems required.
• Strong analytical and problem-solving skills, with the ability to interpret customer data, identify trends, and develop actionable plans.
• Healthcare, workforce management, or SaaS industry experience strongly preferred.
• Ability to operate independently while contributing positively within a collaborative, fast-paced environment.

Preferred Competencies

• Executive presence and relationship management
• Strategic account planning and customer growth
• Revenue retention and expansion mindset
• Customer advocacy and issue resolution
• Operational discipline and organizational skills
• Cross-functional collaboration and influence
• Strong written and verbal communication skills
• Adaptability, ownership, and continuous improvement mindset